Johnson and Johnson Co. are often praised for their handling of the Tylenol in 1982 (page 135 in Old Rules). What lessons can be learned from what they did?
In 1982, J&J recalled all of their Tylenol after some of it had been poisoned. This cost the company a lot of money, but it proved beneficial because their customers trusted that if there were any problem with the product, they would be aided immediately. The key lesson to be learned is to constantly focus on relations and safety of your consumers.
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Principles of Marketing
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